Satisfaction and Behavioral Intentions of Patients- A Study of Private Hospitals

Technological advances, rising needs of the people and growing competition lead to the growth market driven health care. Globalization, liberalization and privatization paved the way for entry of number players into the health care business with multi-crore investments. Hospitals today need to develop strategies to sustain for long term and also to grow. Under these situations patient raised to the level of customer and hospitals need to understand the expectations, needs and demands of patients to attract and retain. A continuous assessment of patient experiences with hospital is to done to understand their satisfaction level and re-design the services. Hospitals should design the service mix appropriately to understand the service gaps and to ensure service quality. The paper tries to throw light on the patient satisfaction and behavioral intentions with regard to the private hospitals across the Rayalseema region of Andhra Pradesh by conducting exit surveys.